Eunice Andrade

Results-driven professional with experience in customer support, executive-level coordination, training facilitation, Trust & Safety operations, and team leadership within fast-paced BPO environments. Skilled in administrative support, stakeholder communication, onboarding, performance coaching, reporting, documentation management, scheduling, and cross-functional collaboration. Proven ability to manage multiple priorities, support business operations, and deliver exceptional customer experiences in both remote and onsite environments.

Experienced in training and supporting Trust & Safety teams for one of the world's largest AI platforms, focusing on content moderation, policy enforcement, platform integrity, fraud prevention, and user safety. Proficient in CRM platforms, virtual collaboration tools, project coordination, and administrative processes that drive operational efficiency and business success.

Learning & Development Trainer - TaskUs - Imus, Cavite

(2024-12)

• Facilitate virtual and onsite onboarding programs for multiple learner cohorts while monitoring KPI performance and learner readiness.
• Designed and implemented end-to-end training curriculum for the successful launch of a new line of business (LOB).
• Successfully endorsed five classes with approximately 20 learners per class from training to production while achieving target performance metrics.
• Delivered more than 3,000 hours of onboarding, upskilling, policy, and performance coaching sessions.
• Trained Trust & Safety specialists supporting one of the world's largest AI platforms, focusing on content moderation, policy enforcement, platform integrity, and user safety initiatives.
• Facilitated learning programs covering community guidelines, fraud prevention, abuse mitigation, risk assessment, and content review procedures.
• Coordinated training schedules, attendance tracking, documentation, reporting, and LMS administration independently.
• Maintained learner records, performance trackers, training reports, and operational documentation with high accuracy.
• Collaborated with Operations, Quality Assurance, Workforce Management, and Leadership teams to align training strategies with business objectives.
• Provided coaching, mentoring, and performance feedback to improve learner engagement, productivity, and operational readiness.
• Utilized Zoom, Microsoft Teams, Slack, Salesforce, and LMS platforms to support remote and hybrid operations.
• Awarded Q2 Top Performing Trainer (2025) for outstanding training delivery, learner performance outcomes, and contribution to business objectives.

Email Support Representative - TaskUs - Imus, Cavite

(2023-08 - 2024-12)

• Served as the primary point of contact for customers of a leading AI technology company, handling billing, refunds, account concerns, and technical support inquiries.
• Delivered timely, accurate, and empathetic customer support while maintaining SLA compliance and customer satisfaction standards.
• Managed customer communications through CRM and ticketing platforms in a high-volume support environment.
• Assisted with onboarding and mentoring new team members through process guidance and knowledge-sharing initiatives.
• Resolved escalated customer concerns while maintaining professionalism and attention to detail.
• Collaborated with cross-functional teams to improve customer experience and operational effectiveness.
• Recognized as "Lizzy's Finest – Top Performing Agent" (September 2023) for exceptional customer service performance.

Bachelor of Secondary Education - English - Cavite State University – Imus Campus (2023)